TrustRadius
ConnectWise Manage was the right choice for us
https://www.trustradius.com/help-deskConnectWise ManageUnspecified8.1215101
No photo available
November 14, 2018

ConnectWise Manage was the right choice for us

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Manage

We are using it to manage our contacts, companies, support tickets, RMM tickets, as well as sales and opportunities. We also use it to create timelines for projects. It allows us to have all our information in one place for tickets. We can search for configurations and contacts while inside of Manage while creating new tickets.
  • Manage allows us to create timelines for our project tickets.
  • Manage allows us to keep notes on contacts and companies.
  • Manage allows us to schedule tickets for hours/days later.
  • Sometimes the email connector breaks and takes a while to start back up.
  • ConnectWise Control plugin needs more documentation.
  • Manage Clients
  • Manage Projects
  • Manage Multiple Locations
  • Manage SLAs
  • Manage Time Tracking and Billing
  • Manage Scheduling and Dispatch
We are able to see all of the aspects of Manage in one program which helps move around. We are also able to have multiple tabs open and move between them with ease. We can use the web version or the desktop client. Both work well.
  • ConnectWise Manage has helped us keep better track of time.
  • ConnectWise Manage has helped us keep track of project timelines better.
  • ConnectWise Manage has helped us provide better quotes for end users.
We have not done IT Nation events. We enroll all new employees into university training for them to go through. As employees gain knowledge they sometimes get enrolled in new trainings to help with their new responsibilities.
We've always used Connectwise Manage for the 8.5 years I've been with the company.
ConnectWise Manage is well suited for a company looking to keep track of tickets and timesheets. It also works well to keep track of configurations and contact notes.

ConnectWise Manage Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Subscription-based notifications
5
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
8
External knowledge base
7
Internal knowledge base
7
Customer portal
7
IVR
5
Social integration
5
Email support
7
Help Desk CRM integration
7